Team Lead, Trust & Safety Ops (Bangalore)

Hi, we’re MoonPay. We’re here to onboard the world to the decentralized economy by making digital money move as universally and effortlessly as the internet.

Because crypto, stablecoins and blockchain aren’t just technologies. They’re tools for global financial empowerment. They give people and businesses more control over their money, their digital assets, and their future, opening access to legacy financial systems that have been out of reach for many.

MoonPay is a unified payments platform for digital currency. We make it easy for anyone, anywhere, to buy, sell, swap and pay in digital currencies as easy as sending an email. That simplicity is intentional, our focus is reducing complexity so people can participate confidently, without needing to be crypto experts. We power the entire flow between fiat and crypto end to end, with compliance, identity checks, fraud prevention, and settlement all built in. This end-to-end approach reflects how we work internally: with accountability, rigor, and trust built into everything we ship.

Trusted by over 30 million customers and over 500 ecosystem partners, our secure, enterprise-grade platform is driving mainstream crypto adoption worldwide. Behind those numbers are millions of real people and organizations relying on MoonPay every day.

We collaborate with innovative brands and projects to build secure, scalable solutions for a blockchain-powered future. This is an opportunity to help shape systems, not just scale them. And we’re committed to doing it right. Fully licensed in the U.S. and regulated across the UK, EU, Canada, and Australia, because trust and compliance are non-negotiable.

But we’re just getting started. We’ve launched a consumer app that makes crypto accessible, intuitive, and usable for everyone, and it’s growing fast. We’re iterating every day to make it the best it can be.

If you believe financial freedom should be for everyone. If you believe in building a fairer, more open financial system - we want you with us. To build systems that benefit all, we need contributions from all, regardless of background.

Come build the future of payments and the decentralized economy with MoonPay. Let’s make financial freedom and autonomy the new normal.

Locations Supported

• India (Bangalore) - EU hour coverage

• This role is remote until we have an office set up in Bengaluru. This role requires weekend and shift work, depending on business needs.

About the Opportunity

What You Will Do

• Lead and coach a team of Trust & Safety Analysts across Fraud Operations and Disputes workflows.
• Own daily operational performance across fraud alerts, transaction monitoring, manual reviews, disputes, escalations, productivity, quality, and SLA adherence.
• Act as the senior operational escalation point for complex cases, ensuring decisions are timely, consistent, and risk-based.
• Drive high standards of communication, structure, and follow-through across the team, ensuring priorities, risks, escalations, and decisions are clearly documented and communicated.
• Partner closely with the L2 Analysts to improve decision quality, run calibration sessions, identify knowledge gaps, and ensure analysts are aligned with internal policies, risk frameworks, and card network rules.
• Use QA insights, operational data, case trends, and analyst performance data to coach the team, improve playbooks, and strengthen decision-making across fraud and disputes workflows.
• Identify fraud and chargeback trends, operational bottlenecks, control gaps, and emerging risks, then turn these insights into clear action plans and measurable improvements.
• Lead strategic initiatives across Trust & Safety Ops, including process redesign, workflow optimisation, playbook development, tooling improvements, automation opportunities, and AI-enabled operational enhancements.
• Collaborate with other teams to improve fraud controls, dispute outcomes, customer experience, and operational scalability.
• Create a high-accountability team culture where ownership, responsiveness, operational discipline, and proactive problem-solving are the standard.

About You

• 4-5+ years of people management experience leading analyst teams in Trust & Safety, Fraud Operations, Risk Operations, Payments Operations, Disputes, Chargebacks, or a similar high-risk operational environment.
• Strong hands-on experience across both transaction monitoring / fraud alerts and disputes / chargebacks workflows.
• Deep understanding of fraud typologies such as account takeover, scams, payment fraud, synthetic identity, friendly fraud, mule activity, and suspicious transaction patterns.
• Strong knowledge of the chargeback lifecycle, representment process, dispute evidence preparation, reason codes, and card network rules, especially Visa and Mastercard.
• Proven ability to lead operational teams in a fast-paced, high-volume environment while maintaining strong standards across quality, productivity, SLAs, and risk decisioning.
• Experience managing escalations, incidents, urgent risk events, and time-sensitive workflows with calm, structured, and clear communication.
• Strong analytical mindset, with the ability to interpret operational data, identify root causes, spot trends, and translate insights into practical improvements.
• Excellent written and verbal communication skills, with the ability to communicate clearly with analysts, senior stakeholders, cross-functional teams, and external partners.
• Highly organised, structured, and proactive, with strong follow-through and the ability to manage multiple priorities without losing operational detail.
• Experience driving process improvements, building playbooks, improving decision frameworks, and leading initiatives that go beyond day-to-day BAU management.
• Comfortable using AI, automation, workflow, and productivity tools to improve team efficiency, decision quality, documentation, reporting, and operational outcomes.
• Strong interest in crypto, fintech, payments, and the future of digital finance.

• Exposure to fraud tooling, rule tuning, or decision engines.
• Experience working with Unit21 case management solution.
• Exposure to workforce planning, capacity management, queue management, and performance forecasting.

We’re looking for people who live our core values, those who strive for excellence and want to leave a lasting legacy on the global financial system. Our values:

Research has shown that women are less likely than men to apply for this role if they do not have experience in 100% of these areas. Please know that this list is indicative, and that we would still love to hear from you even if you feel that you are only a 75% match. Skills can be learnt, diversity cannot.

Pay for performance equity bonus: Those who drive outsized outcomes receive outsized rewards

Unlimited holidays: We give you the autonomy to choose when to work (and when to switch off)

Hybrid working schedule: Work fully remotely or your nearest Moonbase, the choice is yours

Private Healthcare benefits: To protect you and your loved ones

Enhanced parental leave: So you can spend more time with your loved ones without a second thought

Annual training budget: We support your training journey every step of the way

Home office setup allowance: Create the home office of your dreams

Remote working allowance: Those working fully remotely get a little extra for utilities

Monthly budget to spend on our products and zero fee crypto transactions: Cultivate your inner DEGEN

Employee referral programme: Great people know great people, refer them to receive 10K in USDC

✈️ Regular remote company offsites: Meet your colleagues regularly for high impact in person sessions and hackathons

At MoonPay we believe that every voice matters. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. That’s why we are committed to diversity and inclusion in the workplace and are a proud equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by law. This policy applies to all employment practices within our organization, including, but not limited to, hiring, recruiting, promotion, termination, layoff, and leave of absence.

MoonPay is also committed to providing reasonable accommodations in our job application procedures for qualified individuals with disabilities. Please inform our Talent Team if you need any assistance completing any forms or to otherwise participate in the application process.